Remote CES Help Center Agent - Crisis Intervention and Homeless Services Support

Join Our Mission to Provide Critical Support to Those in Need

At Workwarp, we're dedicated to making a difference in the lives of individuals experiencing homelessness. As a CES Help Center Agent, you'll play a vital role in our efforts to provide crisis intervention and support services to those who need it most. We're seeking a compassionate and skilled professional to join our team on a part-time, remote basis.

About Our Organization

Workwarp is a dynamic organization committed to delivering high-quality services to individuals in crisis. Our CES Help Center is a critical component of our operations, providing a vital lifeline to those navigating homelessness. As a remote CES Help Center Agent, you'll be part of a dedicated team working collaboratively to coordinate services, offer resources, and support individuals in need.

Key Responsibilities

• Provide exceptional customer service to clients, demonstrating empathy, respect, and accurate data entry.
• Respond to incoming calls, texts, and emails from individuals requiring assistance, using active listening skills and positive language.
• Maintain accurate client records in the Homeless Management Information System (HMIS), ensuring timely and effective service coordination.
• Triage calls, texts, and emails based on client needs, managing the callback queue to ensure prompt response.
• Perform callbacks to clients awaiting shelter placement and/or collect additional information as needed.
• Email other resources to clients when necessary, ensuring seamless support.
• Other duties as assigned, contributing to the overall success of the CES Help Center.

Essential Qualifications

To excel in this role, you'll need:

• A high school diploma or equivalent.
• 3+ years of frontline inbound call management, contact center operations, behavioral health, nursing, crisis management, housing, or other relevant experience.
• Strong communication skills, with the ability to use positive language and active listening while managing calls and conducting data entry.
• The capacity to work efficiently under pressure, handling crisis situations and de-escalating as necessary.
• A demonstrated ability to build and maintain professional relationships, with experience working successfully with diverse populations.
• Proficiency in Google and Microsoft Suite (gmail, calendar, drive, excel, docs, sheets, etc.).

Preferred Qualifications

While not required, the following qualifications will give you a competitive edge:

• An Associate's or Bachelor's degree in behavioral health, social work, nursing, or communications.
• Prior training in crisis management, intervention, suicide, and behavioral health.
• Bilingual speaker (Spanish, Portuguese, Haitian Creole).
• Residency in Rhode Island.

Skills and Competencies

To succeed as a CES Help Center Agent, you'll need:

• Exceptional communication and interpersonal skills.
• The ability to work in a fast-paced, dynamic environment.
• Strong problem-solving and analytical skills.
• Proficiency in HMIS and other relevant software.
• A compassionate and empathetic approach to supporting individuals in crisis.

Career Growth Opportunities and Learning Benefits

At Workwarp, we're committed to your growth and development. As a CES Help Center Agent, you'll have the opportunity to:

• Develop your skills in crisis intervention and support services.
• Gain experience working with diverse populations and communities.
• Enhance your knowledge of HMIS and other relevant software.
• Build a rewarding career in a dynamic and supportive organization.

Work Environment and Company Culture

As a remote CES Help Center Agent, you'll be working from the comfort of your own home, with the flexibility to choose your shifts. We're a team that values:

• Compassion and empathy.
• Collaboration and teamwork.
• Innovation and creativity.
• Diversity and inclusivity.

Compensation and Benefits

We're offering a competitive hourly rate of $20-$22 per hour, based on experience and language fluencies. As a part-time, remote employee, you'll enjoy:

• Flexible scheduling.
• Opportunities for professional growth and development.
• A dynamic and supportive work environment.

Join Our Team

If you're a compassionate and skilled professional looking to make a difference in the lives of individuals experiencing homelessness, we encourage you to apply. As a CES Help Center Agent, you'll be part of a critical support system, providing vital services to those who need it most. Apply now and take the first step towards a rewarding new role.

We're committed to diversity and inclusion, and people with a criminal record are encouraged to apply.

Don't miss this opportunity to join our mission and make a meaningful impact. Apply today!